Walk through what to collect and how to use it when making staffing considerations.
- There are many models that you can utilize…to determine staffing resources.…To start with, you'll need to look at…the what questions, that we asked earlier.…If you have specific service level targets to hit,…like abandonment rate, response times and resolution times,…you will want to investigate using workforce management…calculations, processes, and tools,…that will accurately forecast how to hit those targets,…with the proper number of staff.…Workforce management calculations include…Erlang C, staffing models, and ratio models…that take into consideration handle times,…service-level targets, volume…and arrival patterns of contacts, and number of users.…
Workforce management software tools…can take these elements into account.…In order to determine proper staffing levels…to plug into a software or simple spreadsheet,…you'll need to ensure you have the following data,…that is correct and validated.…Average handle time, or AHT, which includes…how much time is spent talking to the customer,…placing a customer on hold, and any after contact work.…
- What is a service desk?
- Understanding the different service desk models
- Staffing the service desk
- Training staff
- Mentoring and coaching
- Defining processes
- Reviewing technology, including telephony and management systems
- Measuring quality
- Building relationships
Skill Level Intermediate
1. What Is a Service Desk?
2. Service Desk: The People
3. Service Desk: The Processes
4. Service Desk: The Technology
5. Service Desk Quality
6. Building Relationships
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